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Access previous editions back to Edition 86 below:
Edition 139 - October 2007
The Do's and Dont's of Call Monitoring
Still a Bumpy Road Ahead for Call Centre Managers
Profile: Jason Edbers, Technology Manager, iSelect
Edition 138 - October 2007
Call Centre Strategy
Why Do Customer Service Failures Persist?
Profile: Kristy Cranefield, Bankwest
Edition 137 - September 2007
Retention
Effective Complaint Handling is Critical
Profile: Justin Bartley, Strategic Opportunities
Edition 136 - September 2007
Regional Development of Call Centres
Call Centre Technology Roars Ahead
Profile: Michael Stelzer, Aspect Software
Edition 135 - August 2007
Managing Waiting Times
Winning New Contact Centre Clients
Profile: Louise Bedford, Realestate Media
Edition 134 - August 2007
Voice Recognition Technology is rapidly growing
Leadership Development in Call Centres
Profile: Michael Meredith, ATA
Edition 133 - July 2007
Call Centre Recruitment Trends
Project Management - The "Must Have" Skill
Profile Shaaron Kapiteyn, Burswood Entertainment Complex
Edition 132 - July 2007
What selling skills do agents need?
How can managers gain more authority?
Profile: Denice Pitt, UCMS
Edition 131 - July 2007
Do not call register
Managing the Bully Boss
Profile: Lisa Carroll, IAG Insurance Australia Group
Contact Centre Employee Satisfaction Benchmark Report
Edition 130 - June 2007
Influential managers - how do they do it?
Profile: Brendon Walker, St Vincent's Hospital Alcohol & Drug Service
Do call centres promote stress?
Edition 129 - June, 2007
2007 Contact Centre Employment Satisfaction Benchmarking Results Revealed.
When do you need a bureau?
Virtual reality is here
Profile: Clare Anderson, Powercor & Citipower
Edition 128 – May, 2007
Cold Calling is so yesterday
Better performance reviews
Profile: Neil Harrison, Soul Telecommunications
Edition 127 – May, 2007
Motivating Agents through every shift
For the Young, What you learn is critical
Profile: Sam Y T Foo, Global Tele Sales
Australian Workers avoid Public Transport
Edition 126 - April 2007
Getting measurement right
Career burn out for managers
Edition 125 - April 2007
2007 Contact Centre Recruitment Index
Growth in Call Centre Technology
The Project is Completed Successfully
Profile: Waylon Bolton, Australia Post
Edition 124 - March 2007
The Challenge of outbound call centres
Managing Contractors
Profile: Tanya Miller, Main Roads, WA
Edition 123 - March 2007
Skills to look for in agents
Happiness in the Workplaces
Profile: David Grant; Global Tele Sales Pty Ltd
Edition 122 - February 2007
Uniqueness of Managing a call centre
The Training that Managers need
Profile: Colin Ferguson, Australian Air Express
NEW! HRO HUB
Kelly Global Workforce Survey - Results Released
Edition 121 - February 2007
The 'At-Home' Agent option
Meetings - How to manage them better
Profile: Mark Kenning, CIGNA Insurance
Edition 120 - January 2007
Kelly Global Workforce Survey - Results Released
Service Level Agreements Essential
Critical ingredients for workplace teams
Profile: Ann Clifford, Savings and Loans Credit Union
Edition 119 - December 2006
Season's Greetings!
Kelly Global Workforce Survey Results - Employees Rate Their Bosses
Benefits of Benchmarking
Hints for New Supervisors
Profile: Isobel Davidson, RAC Contact Centre
Edition 118 - November 2006
2007 Employee Satisfaction Benchmark Survey
Efficiency is good, Effectiveness is better
The First 100 days
Profile: Patricia Kennedy, GU Health
Industry Recruitment Index Results
Edition 117 - November 2006
Need HR Help?
Developing better agents
Managing equality in the workplace
Profile: Sonia Danielewski, BUPA Australia
Edition 116 - October 2006
Kelly Global Workforce Survey Results - Discrimination in the Workplace
Script or no script?
On the way out - A good time to talk
Profile: Kamini Mccarthy, Power
Edition 115 - October 2006
Kelly Services clocks up 60 years
For or against India
The power of influencing people
Profile: Lynne Anderson, HBF
Edition 114 - October 2006
Kelly awarded SARA Legends!
More than quantifiable measures alone
Redundancies should never be taken lightly
Profile: Aaron Payne, On The Move
Edition 113 - September 2006
Positive environment vital
Providing the training that your people need
Recruitment Survival Kit
Edition 112 - September 2006
OH&S for call centres
Workplaces need leaders
Profile: Gail Saipani, Asteron
Edition 111 - August 2006
Timely update on ‘Do Not Call’
Being creative
Profile: Bianca Jenkinson, Australia Post
Edition 110 - August 2006
Absenteeism in call centres
Workplace conflict
Profile: Shaun Grainger- Salesforce Australia Pty Ltd
Edition 109 – July 2006
Getting the Balance Right
More Harm than Good from Gossip
Profile: John Meyer, Australian Unity
Edition 108 - July 2006
Outsourcing continues
Essentials of communication
Profile: Anna Turnbull, the West Australian
EDITION 107 - June 2006
Talk time
Goal setting
Profile: Christine Henderson, Bank of New Zealand
EDITION 106 - June 2006
Australian Contact Centre Industry Recruitment Index 2006
Ongoing effort required for retaining staff
Meetings meetings meetings
Profile: Mike Casey, New Zealand Automobile Association
EDITION 105 – May 2006
Perspectives on measurement
Coming to terms with burnout
Profile: Jenni Lawson, Salesforce
EDITION 104 - May 2006
Improve call centre employee retention
Do not call
Managing excellence can be challenging
Profile: Michelle Rameka, Corporate Express
EDITION 103 - April 2006
Contact Centre Industry Recruitment Index 2006
Keeping agents informed
Some bosses are too much
Redundancy always delicate
EDITION 102 - April 2006
2006 contact centre industry benchmarking study
Are tangible rewards best?
Effective inductions pay dividends
Profile: Julie Garth, SITEL
Kelly Services expands into the IT employment market
EDITION 101 - March 2006
Call centre PR desperately needed
Living with difficult employees
EDITION 100 - March 2006
ccmanager celebrates its 100th edition!
KellyTips 06 - Registrations now open!
Front line super important
Learning on the job
Profile: Anne Lehrke, Statistics NZ
EDITION 99 – February 2006
Stress Continues
Building Teams Effectively
Profile: Colin Geard, Ministry of Justice, NZ
2006 Employee Satisfaction Benchmark Study
EDITION 98 - February 2006
2006 Employee Satisfaction Benchmark Study
Internal layout is important
Performance Appraisals - The Do's and Don'ts
Profile: Marilyn Dickson, Origin Energy
EDITION 97 - January 2006
Do Not Call - Getting Closer
Holidays always a delicate issue
Profile: Jan-Marie Creighton, Work & Income
EDITION 96 - November 2005
The Original Always Stands Out
The Results: Recruitment and Salary Index Survey
Training For Managers
Towards Better Teams
Profile: Craig Wilson, NEC Business Solutions
EDITION 95 – November 2005
Efficiencies Not Everything
Communication In Times Of Change
Profile: Louise Linder, ING Direct
EDITION 94 – October 2005
Balancing Occupancy With Service
Talent Or War Between The Talents?
Profile: Consumerlink, Maureen Parrington
EDITION 93 – October 2005
The Ongoing Management Challenge
Parental Leave - There's No Turning Back
Profile: Paul Claassens, Ing Direct
EDITION 92 – September 2005
Working Through Call Centre Stress
Workers Getting Older All The Time
Profile: George Markovski, Pillar Administration
EDITION 91 – September 2005
Measuring Performance
Ignite Innovation
Profile: Fiona Finnegan, DHL
EDITION 90 – August 2005
Benefits Of Outsourcing
Stress Is All Around Us
Profile: Sharon McCaffery, BT Financial Group
EDITION 89 – August 2005
Customers Look For Quality
Rules Around Harassment Are Strict
Profile: Téa May, Commonwealth Securities Pty Ltd (Commsec)
EDITION 88 – August 2005
Outbound Calling - Never Easy
Getting Workplace Value From Generation Y
Profile: Wayne Funnell, Arc Contact Centre
EDITION 87 – July 2005
Help Lines Need A Customer Focus
Getting Out Of The Rat Race
Profile: Peter Church, Vodafone Tasmania
EDITION 86 – July 2005
Employee satisfaction national events
Cutting cost has its risks
The eight hot HR issues for 2005-2007
Career planning, career changing
Strong & dynamic leader needed for high performing team


